One of my design tasks in life is to get people to put their phone numbers and other contact information on their marketing material. I am always surprised how many companies don’t. So ok we have the number on the material so now lets answer the phone when a customer calls. Below is a great comment from Seth Godin on this very subject. To read more from Seth check out his blog at http://sethgodin.typepad.com/
How to answer the phone
The KitchenAid tea kettle (adorned in bright Squidoo orange, of course) in my office melted, leaving hot orange plastic on my thumb. Yes, it hurts as much as you probably imagine it does.
But that wasn’t the worst part.
I called 1-800-334-6889 to whine a little bit and to hear why they made a meltable teapot. I counted how many prompts I had to press in order to talk to a human being. It was NINE.
Nine! Try it. I’ll wait.
The last step was a recording that they were closed and I should call back after 10 am. Click.
I know you’ve heard this before, but it’s really simple:
The only reason to answer the phone when a customer calls is to make the customer happy.
If you’re not doing this or you are unable to do this, do not answer the phone. There is no middle ground on this discussion. There are no half measures. Saving 50 cents a call with a complicated phone tree is a false savings. Think of all the money you’ll save if you just stop answering altogether. Think of all the money you’ll make if you just make people happy.